What are the responsibilities and job description for the Customer Support Specialist position at Pella Products of Kansas City?
I. JOB DESCRIPTION
This position is a liaison between our customers, our sales reps and the sub-contractors who partner with us to install windows and doors. This role serves as the key coordinator for the communication and direction of the order fulfillment activities including receipt of product into our warehouse, delivery of product to the jobsite, scheduling of installation activities (if PPKC installed), scheduling and coordination of project closeout activities and identifying and scheduling service events. This role should resolve issues that arise from customers and then source out the root cause of the issue and take steps to eliminate the issue from arising again. Be the champion for the order fulfillment process and hold all accountable to the process.
II. GENERAL DUTIES
- Problem solving and conflict resolution
- Operate within company policies and procedures.
- Perform positively within a goal-oriented environment
- Be responsive and proactive in communication to both internal and external customers
- Maintain a team attitude
- Accept personal responsibility for performance
- Hold everyone accountable to the order fulfillment process
- Be an advocate of Pella Products of Kansas City, beyond the workplace
- Professionally and honestly represent products and services without making any false claims or warranties
- Provide accurate and correct information from Pella KC to consumers regarding pricing, product instructions, contracts, quotations, and reports.
- Communicate with PPKC salespersons and their customers on all scheduling processes, including routing, confirming and delivery of product. The PC must utilize the date calendar, the appropriate LRD reports and the aged backlog to ensure proper management of the delivery date to PPKC.
- Communicate with sales associates and their customers on all service-related processes, including answering service phone calls, scheduling service trips and ordering service parts. The PC is responsible for maintaining the proper paperwork and file process associated with service events.
- Effectively utilize various Pella Corp software programs.
- Communicate with customers in a positive and effective manner either face-to-face, telephone, email, text or written correspondence.
- Meet key performance metrics for department and follow proper processes to reach objectives.
- Be responsive, proactive, take ownership in areas of responsibility and work with a sense of urgency in a fast-paced environment.
- Maintain a team attitude and have responsibility for performance; demonstrate ownership for adherence to company policies and processes.
- Provide all necessary paperwork and related follow-up information to ensure accurate and orderly delivery of products to the customer within the confines of established company production and delivery schedules.
- Provide outstanding customer service to both internal and external customers.
- Any additional duties that are assigned by management or company officers
QUALIFICATIONS:
- Salesforce Experience (Preferred): Knowledge or experience in the Salesforce industry is beneficial but not required.
- Problem-Solving & Critical Thinking: Ability to analyze challenges, negotiate effectively, and develop strategic solutions.
- Communication & Interpersonal Skills: Strong verbal and written communication skills, with the ability to engage effectively with team members, clients, and stakeholders.
- Independent & Team Collaboration: Ability to work autonomously while also thriving in a collaborative, goal-oriented team environment.
- Computer Proficient: Comfortable using computers industry-related software, and productivity tools.
- Strong Attention to Detail: Highly organized with a keen eye for accuracy and quality in work.
- Continuous Learning & Growth Mindset: Enthusiastic about staying current with industry trends, acquiring new skills and adapting to changes.
- Creative & Strategic Thinking: Ability to approach challenges with innovative solutions and fresh perspectives.
PPKC values our team members and offers a total rewards package that supports the health, life, career and retirement of our team members. The available plans and programs include
- Health insurance plan options with low out-of-pocket premiums that include prescriptions, behavioral health, and telemed services.
- Wellness program and fitness device reimbursement with enrollment in a company offered medical plan
- Additional options for dental (including orthodontia) and vision benefits, 100% company paid life insurance and long term disability insurance with option to buy-up additional coverage health savings account, supplemental health protection plans (accident, critical illness, hospital indemnity)
- Employee Assistance Program which offers free counseling, financial wellbeing support, and travel resources.
- 401(k) with company match with access to free financial planning and consulting services
- Paid Time Off and Volunteer Time Off
